SaaS Technical Support Specialist I - Hybrid

Crisis24; Annapolis (MD); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Crisis24 is seeking a Technical Support Specialist to assist end user customers in an inbound contact center environment. You will leverage product knowledge to troubleshoot inquiries, support onboarding, and ensure short- and long-term satisfaction and retention.

The role requires strong communication, the ability to handle high-volume calls, emails, and chats, and a customer-centric approach. Hybrid Annapolis, MD location with potential for growth within a SaaS company.

Qualifications

• 2+ years of customer service experience.
• Experience via phone.
• Ability to resolve on-demand issues by phone.
• Strong organizational and interpersonal skills.
• Experience with Salesforce and Microsoft Office.

Responsibilities

• Act as primary responder for inbound calls, emails, and chat from customers.
• Resolve general inquiries or escalate to others when needed.
• Assist with onboarding and new customer account setups.
• Document all customer interactions in Salesforce; analyze statistics and maintain materials.
• Track new customer setup processes and maintain communication about new features.
• Provide on-call coverage in departmental rotation.

Skills

Customer service

Phone support

Communication

Interpersonal skills

Organization

Multitasking

Bilingual

Education

2-4 year college degree

Tools

Salesforce

Microsoft Office

Web browsers

Job description

Crisis24 is seeking a Technical Support Specialist to assist end user customers in an inbound contact center environment. You will leverage product knowledge to troubleshoot inquiries, support onboarding, and ensure short- and long-term satisfaction and retention.

The role requires strong communication, the ability to handle high-volume calls, emails, and chats, and a customer-centric approach. Hybrid Annapolis, MD location with potential for growth within a SaaS company.